Southwest Airlines has relied on its Heart more than ever, in perhaps the hardest year the airline has ever faced.

In this session, you’ll discover:

• Southwest’s on-the-fly plan to craft the Southwest Promise, focused on Customer and Employees’ comfort and well-being
• Lessons learned from resource consolidation, and how that affected marketing and communications output
• The decision to bring back joy and laughter, in the form of a famed Southwest Airlines marketing campaign